Customer Success Manager

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Malaysia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

• The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

About the Role

The Customer Success Manager (CSM) for Utilities (water/electric) works closely with key customers to help them get the most value from their GIS solutions. You will align solutions with business goals, support customer success and satisfaction, and build long-term relationships. You’ll also work with internal teams to deliver smooth and effective customer experience.

The key responsibilities include:

• Ensure long-term business performance by working with CSM customers to capture, quantify, qualify, and demonstrate value in their GIS investment – underpinning Annual Customer Values (ACV).
• Drive revenue expansion and Total Customer Value (TCV) by working with CSM customers to identify new use cases for GIS within their organisation – and support Business Development/Sales in progressing these use cases through CSM Qualified Leads (CSMQL) and conversion rate targets.
• Drive recurring customer revenues through the implementation of adoption programs within an assigned CSM customer portfolio that drive up-sell and cross-sell revenues.
• Work collaboratively with key stakeholders such as Sales to ensure growth rates for Enterprise and Maintenance renewals are achieved.
• Successfully manage to resolution Customer escalations that require senior management support and oversight. The CSM will operationalize the Customer Success Program through an engagement model comprising four distinct Customer lifecycle objectives: Land, Adopt, Expand and Renew.

About You - Applicants must be local Malaysian to be considered for this role.

Customer-focused and commercially driven, you have experience managing key accounts in Utilities(water/electric). You’re confident engaging stakeholders and passionate about driving customer success and business outcomes. We would love to hear from you!

You will be successful if you have:

• Bachelor’s degree in Business, Technology, or a related field.
• Minimum 10 years of experience in customer-facing or account management role.
• At least 8 years of experience in Utilities (water/electric), delivering solutions to support business goals.
• Strong ability to engage and influence C-level stakeholders.
• Good communication, interpersonal, and facilitation skills.
• Strong commercial awareness and business acumen.
• Ability to drive and support transformational change.
• Understanding of Customer Success Management practices.
• Ability to analyse business and technical needs and apply appropriate solutions.
• Strong problem-solving and analytical skills.
• Self-motivated and able to work independently.
• Good time management with the ability to handle changing priorities.
• Aligned with Esri Malaysia’s core values

Nice to Have

• Leadership or team management experience.
• Prior experience working directly within Utilities (water/electric) organisations

Discover how our values shape our impact, your journey begins with one click here